35302 Courses

Duration 1 Days 6 CPD hours This course is intended for This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. Overview In this course, you will explore the background and techniques of customer interactions. You will: ?Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel. ?Identify the major trends in customer service today and the combination of criteria required for customer satisfaction. ?Identify the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions. ?Identify the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers. ?Identify remote customer service communication channels and apply remote customer service best practices. ?Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues. ?Take action to increase the loyalty of the customers you serve. You will also identify guidelines for dealing with moments of truth, identify the benefits of customer complaints, identify the steps in the service recovery process, and analyze the moments of truth in a real-life situation. As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company?s bottom line and make a customer?s life a little easier. 1 - Understanding Customer Service Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service 2 - Identifying How Customers Define the Success of Your Company Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction 3 - Increasing Customer Satisfaction Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers 4 - Providing Face-to-Face Customer Service Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening 5 - Providing Remote Customer Service Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices 6 - Engaging Difficult Customers Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues 7 - Increasing Customer Loyalty Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process

This 1 day course has been designed especially for more experienced users of InDesign who are looking to create complex documents and make full use of the programme’s advanced tools and features. The course covers advanced type formatting options and text controls, as well as how to use live corner effects and build interactive documents. You will also explore liquid layout and power-user shortcuts, and much more.

This HTML course will provide you with an easy to follow, hands-on introduction to HTML and CSS, the basic coding languages which drive the internet. Participants will learn how to create an attractive and well-structured web page using basic HTML and CSS. This workshop is highly recommended for anyone wishing to learn how to create websites and also for people who already use applications such as Dreamweaver or WordPress and need more control over their web output.

Dry needling course part 2, course is designed for all manual therapists including osteopaths, chiropractors, physiotherapist and sports therapists. To attend part 2 of the course you must have completed part 1.

This GRI, IEMA & CPD course is geared for busy professionals who want to understand how to proceed and create a 1st Class GRI Standards Sustainability Report and have a plan for immediate sustainability action without wasting time.

This beginner's WordPress course will enable you to create your own website using the world's favourite content management system. The user friendly web based software enables you to quickly and easily get your website up and running. This one day course will teach you how to write, edit and manage your WordPress site and also to use image, audio and video content. Whether you are seeking to learn WordPress for your own personal posts or for business and marketing purposes this course will get you up and running right away.

The essential course for anyone who wants to find out about the EFQM Model and RADAR and how these tools can benefit their organisation. The New EFQM Model was launched at the EFQM Forum in October 2019 and, as EFQM's country partner for Ireland, CforC is providing Foundation Training on the new model. Whilst this training is effective as a stand-alone course, it is also the starting point for all EFQM qualification routes. Who is it for? This course is suitable for anyone who wants to understand the new EFQM Model and how it can be used to make their organisation more effective. It provides a good overview for consultants who want to add the Model/RADAR to their portfolio of products and services. It is also a pre-requisite for anyone considering one of the EFQM qualification routes as a way of progressing their management development and career. Pre-requisites for this course None Benefits By the end of the course, participants will be able to: explain how the EFQM Model could benefit their organisation and how it could be used to overcome current and future challenges explain how the Model is structured and how the different elements apply to their organisation apply RADAR, the diagnostic and assessment tool, to identify strengths and areas for improvement conduct a high-level health check of their organisation The training comprises 8 modules; Module 1 The Changing World Module 2 The Organisation’s Ecosystem Module 3 The Value of a Model Module 4 The EFQM Model Module 5 RADAR Module 6 Using the EFQM Model and RADAR Module 7 The EFQM’s Digital Platform Module 8 Next Steps Delivery The course is delivered through a virtual trainer led live class Cost £450 + VAT which includes the training course, the EFQM Model e-book and your EFQM Foundation Certificate. If you are not yet a member but are already thinking about joining CforC, you can find more information on how to become a member and the benefits by clicking here.

The essential course for anyone who wants to find out about the EFQM Model and RADAR and how these tools can benefit their organisation. Whilst this training is effective as a stand-alone course, it is also the starting point for all EFQM qualification routes. Who is it for? This course is suitable for anyone who wants to understand the new EFQM Model and how it can be used to make their organisation more effective. It provides a good overview for consultants who want to add the Model/RADAR to their portfolio of products and services. It is also a pre-requisite for anyone considering one of the EFQM qualification routes as a way of progressing their management development and career. Pre-requisites for this course None Benefits By the end of the course, participants will be able to: explain how the EFQM Model could benefit their organisation and how it could be used to overcome current and future challenges explain how the Model is structured and how the different elements apply to their organisation apply RADAR, the diagnostic and assessment tool, to identify strengths and areas for improvement conduct a high-level health check of their organisation Following the welcome and introduction, this course comprises of 9 modules: Module 1 Why we need a model to face & master complexity? Why the EFQM Model? Module 2 Introduction to the EFQM Model Module 3 The Model (part 1): Direction Module 4 The EFQM Model Module 5 The Model (part 3): Results Module 6 RADAR Module 7 Assessment Module 8 Data & Insights Module 8 Next steps Delivery The course is delivered through a virtual trainer led live class Cost £450 + VAT which includes the training course, the EFQM Model e-book and your EFQM Foundation Certificate. If you are not yet a member but are already thinking about joining CforC, you can find more information on how to become a member and the benefits by clicking here.

The classification society, which is a non-governmental organisation in the shipping industry establishes and maintains technical standards for construction and operation of marine vessels and offshore structures. The primary role of the society is to classify ships and validate that their design and calculations are in accordance with the published standards. It also carries out periodical survey of ships to ensure that they continue to meet the parameters of set standards. The society is also responsible for classification of all offshore structures including platforms and submarines. Flag states maintain a ship register in which all ships that sail under their flag need to be registered. Classification societies are licensed by flag states to survey and classify ships and issue certificates on their behalf. They classify and certify marine vessels and structures on the basis of their structure, design and safety standards. The primary task of classification society surveyors is to survey in order to maintain the standards of construction and condition of ships and machinery, which have been laid down by the society. The secondary function of class surveyors, where their society is approved by governments, is for their surveys to be used as a basis for the issue of statutory certificates relating to safety at sea. A classification society’s workforce comprises of Surveyors who are full time employees and are generally referred to as “Exclusive” surveyors; the ones employed on a part time basis are “Non-exclusive” surveyors. Although the classification societies started in 1760 with captains who will examine a ship, more specialization came and now there are in principle there three kind of surveyors whom are mainly marine professionals’ mariners, such as a qualified ship's deck officers, mechanical/electrical engineers, naval architects. In most cases you will find the navigational inspectors as the flag state inspectors and auditors. The classification society uses the mechanical/electrical inspectors. They will start in the engine room and will learn the hull part in their inspection career. The hull surveyors are in a perfect world only naval architects. The auditors in the classification society can have navigational background but normally the surveyor with experience will become auditor. Although you will think that every class surveyor is entitled to inspect everything, this is however not the case. It is the intention of this course to extend the student’s knowledge and understanding of the role, workings and requirements of a classification society and its interface with IMO when applying statutory regulations on behalf of flag administrations and qualify you as an expert in this field able to deal with port state control, flag administration and vetting officials.

The First Aid at Work training course, which conforms with HSE guidance, provides a comprehensive set of practical skills needed by first aiders in most workplaces, giving both the ability and knowledge to deal with first aid emergencies. It meets the standards required to help comply with Health and Safety (First aid) regulations. The comprehensive 1-day First aid at work course is ideal for those who need to be certified to be a first aider. The comprehensive 3-day First aid at work course is ideal for those who need to be certified to be a first aider in higher-risk working environments. First aiders are trained by a competent training provider in: • emergency first aid at work (EFAW) – at this level they're qualified to give emergency first aid to someone who is injured or becomes ill while at work • first aid at work (FAW) – qualified to EFAW level but can also apply first aid to a range of specific injuries and illnesses